Product Support Consultant, gTech Ads
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in a project/program management, consulting, or client facing role.
Preferred qualifications:
- Master's or advanced degree in a Management, Business Administration, or a related field.
- 8 years of experience in operations management (e.g., process improvement, operational reviews, optimizing workflows, etc.).
- 8 years of experience in managing projects and working with analytics or SQL.
- 8 years of experience in a client-facing role.
- 3 years of experience in a leadership role.
About the job
In this role, you will have product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. You will have the empowerment to be the advocate of the customer and advocate their needs by working across diverse teams across Google. You will require the ability to learn technology like AI, Google’s Ads products and will require excellent communication and influencing skills to work with internal and external stakeholders.Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.To learn more about gTech, check out our video.
Responsibilities
- Own and drive customer experiences for a designated portfolio of clients, ensuring resolution of issues and customer satisfaction.
- Monitor and manage client engagement metrics (e.g., product adoption, issue resolution time, satisfaction scores), identify and address areas for improvement.
- Engage with Google advertisers, product, engineering, policy and business teams, agencies, and partners to build relationships and promote collaborative problem-solving.
- Prioritize and deliver customer experience throughout the customer journey, troubleshoot and resolve issues, interact with Google's advertisers and Business teams, agencies and partners.
- Apply product expertise for solving technical customer issues and escalations and execute projects to enhance product, process and policy.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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